Displaying items by tag: Genesys

In the past if you had a problem with a purchase you rang the company’s call centre, dumped on a hapless customer service agent (CSA), and sorted it out. But that behaviour is so yesterday.

Genesys does ‘omnichannel customer experience’ and contact centre solutions, so to find out what this actually means in 2015, we spoke to Bruce Eidsvik and Gordon Clubb.

Telstra has announced a ‘strategic relationship’ with US contact centre vendor Genesys.

NEC has been awarded a seven-year, multi-million dollar contract to provide telephony solutions and services to Victoria’s Emergency Services Telecommunications Authority (ESTA).

Exclusive: Genesys has brought the cloud-based Genesys Customer Experience Platform to Australia and New Zealand, allowing the company and its partners to address the needs of mid-market organisations.

When it comes to poor customer service, "there's really no excuse" given today's technology, according to an executive at a major customer experience vendor.

Customer experience and contact centre solutions provider Genesys has appointed a 25-year IT and telecommunications industry veteran as head of its Australia-New Zealand business.

Customer experience and contact centre solutions vendor Genesys has beefed up its professional services teams with the appointment of a new head of services for the Asia Pacific region and a new director for Australia and New Zealand.

Telstra has launched a hosted contact centre service using technology from market leader Genesys. Meanwhile, its international arm is offering -outside Australia a cloud-based contact centre service using technology from Australian company IPscape in which Telstra is an investor.

Competition in the Australian market for cloud-based contact centre services is set to intensify with local player, Engage, to be acquired by US-based LivePerson, a $US157m per year company with over 8000 customers including IBM. HP and Microsoft.

Network management vendor Opengear has appointed John McNulty to its board of directors.

Alcatel-Lucent's former contact centre software business Genesys has announced its rebirth as an independent company saying its sole focus is "to save the world from bad customer service."

ICT services vendor, UXC Connect is claiming a first in contact centre solutions for businesses in Australia and New Zealand by integrating the Genesys skills assessor, workforce management and intelligent workload distribution to work as one business solution for ISP, iiNet.

Salmat, which claims to be Australia's largest outsourced call centre operator, is to spend millions of dollars with Avaya to upgrade its call centres by replacing Genesys with Avaya technology.

Vodafone says it is upgrading its mobile network at the rate of 60 sites per night and expects to have 1500 hew 850MHz sites and new equipment at 8000 existing sites by mid 2012.

The Australian market for contact centre applications bounced back in 2010, recovering from a decline in 2009 to record growth of 16.4 per cent, and with strong growth forecast for the next seven years. Genesys, Avaya and Cisco are the top vendors with a full range of contact centre solutions, while Verint and NICE Systems lead in monitoring and optimisation solutions.

Unified IP solutions provider Interactive Intelligence has added Andrew Austin and Wei Min Khoo to its Melbourne team.

Would you and your organisation be ready to cope with a disaster on the scale of this year's Japan and New Zealand earthquakes?

If you're looking for customer service, it looks like the old avenues may still be the best, at least when dealing with Australian organisations.

Unified communications specialist Interactive Intelligence has appointed Michael Stelzer as its Australia territory manager.